About UsAt Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 13,500 organizations in over 100 countries around the world.Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Centerbridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners.
Position OverviewWe are looking for a Senior Technical Support Engineer to lead investigations into complex, recurring, and high-impact technical issues, serve as a trusted technical advisor to our enterprise and key accounts, and mentor junior and mid-level engineers. This role combines deep technical troubleshooting with customer-facing communication and internal technical leadership.Join the team that supports our identity governance and privileged access products. You will be a senior technical expert for complex customer issues across this domain.The TSE will be assigned to one of the AMER, APAC, or EMEA shifts. On-call availability over the weekend is required once a month. While the engineer will be assigned to a specific time zone, flexibility is required, as this assignment may be subject to change based on business needs.Key ResponsibilitiesComplex Issue ResolutionLead root cause analysis on complex, recurring, and high-impact issues, and recommend sustainable solutionsPerform advanced troubleshooting and diagnostics across complex customer environments, drawing on strong knowledge of the technologies behind our products: Active Directory, Entra ID, LDAP, databases, networking, and cloud services, plus Linux and Docker where products run on themIdentify performance bottlenecks and recommend optimizationsCollaborate with Engineering, R&D, and DevOps to resolve defects and improve product reliabilityCustomer & Incident ManagementServe as a trusted technical contact for complex, escalated, and enterprise customer issuesLead structured responses to critical incidents, minimizing customer impact and downtime, and contribute to post-incident reviews and preventive recommendationsCommunicate clearly and proactively with both technical and non-technical audiences, managing difficult situations with confidence and empathyR&D EscalationsPrepare complete, high-quality escalations to R&D, triaging issues by reading code, logs, and stack traces before engagementCollaborate with R&D throughout investigations, ensuring customer impact and findings are clearly documentedCapture and share knowledge from R&D resolutions across the Support organization, and identify patterns that inform product or process improvementsTechnical LeadershipAct as an internal escalation point for challenging technical issuesLead through technical depth. Queue health, performance management, and team coaching stay with the Team Lead and ManagerContribute to knowledge-sharing initiatives across the teamProcess, Documentation & AutomationIdentify gaps in technical knowledge, process, and documentation, and create or improve knowledge base articles, troubleshooting guides, and internal training materialDevelop and customize scripts to streamline repetitive diagnostic tasks, leveraging command-line tools, support labs, and AI-powered solutionsContribute to broader support process improvement initiativesQualifications5+ years in technical support or a similar role supporting enterprise softwareLevel 3 or above on our skills scale (can work independently on common tasks) across the core skills belowDeep knowledge of two or more identity governance or privileged access products, with at least basic familiarity across the rest of the domainIntermediate knowledge of cybersecurity practices, standards, and technologies, such as NIST, CIS, or ISO 27001Strong understanding of system dependencies and architectural constraints in complex environmentsAble to read code, logs, and stack traces well enough to triage issues before escalating to R&D. Experience with C# and .NET is a plusExcellent written and verbal communication skills, with the ability to explain complex technical issues to varied audiencesCore SkillsActive Directory and Group PolicyEntra IDMFACybersecurity frameworksEncryption and certificatesNetwork and protocol securityAdditional SkillsLDAPPowerShellExchange (on-premises and online)IISMS SQL ServerOur ValuesAt Netwrix, our values guide every action:Next-Level Customer Focus-Customers first, always. We listen, protect, and go the extra mile— because their success is our mission.Excellence- We set high standards and take pride in delivering exceptional results. We celebrate wins, seek constant improvement, and address shortcomings professionally.Transparent Ownership- We celebrate our successes, own up to our mistakes, communicate openly, and face challenges head-on with a genuine commitment to doing the right thing.Winning with Clear Thinking- We value clarity, find straightforward solutions to complex problems, and make swift, effective decisions.Relentless Innovation- We continually seek better ways to serve our customers and stay ahead. We foster creative thinking, and we embrace new approaches.Industry-Leading Expertise- We take pride in our expertise and continuously seek to learn and share knowledge, striving to be the trusted experts our customers rely on.eXceptional Together- We believe in the power of collaboration and diverse perspectives. By valuing each other’s strengths, we achieve outcomes that surpass individual contributions.Join us in a culture where integrity, respect, and hard work are foundational. Be part of a team dedicated to making a lasting impact.Why You’ll Love Working at NetwrixCompetitive Health BenefitsContinuous Learning and Development OpportunitiesTeam-Oriented, Collaborative, and Innovative Work EnvironmentRegular Company Town Halls to Keep You InformedOpportunities for Career Growth and AdvancementWe pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and welcome all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.Please let us know if you require any accommodation.
About Netwrix
